Taking advantage of the opportunity this media gives me, I’m going to allow myself to make some brief comments about our ‘day to day’, in the sense that is closest to our clients and users. Those little things that keep us tremendously busy, and that rarely give us ‘medals’ despite the fact that the team works outstandingly.
What do our users, our clients (internal and external) value in these uncertain, difficult and complex times where getting good service is at times impossible? For me it’s clear… ‘that things work.’
And this, that apparently sounds simple, means…
… that ATMs are fully operational,
… that when a client takes out cash, the machines work and are fully stocked with money,
… that when they make a deposit the machine doesn’t get blocked or stop mid-operation,
… that when a client enters our website, the speed, operation and stability are beyond doubt,
… that communications in the branch network run smoothly,
… that end-of-day and end-of-month closure runs smoothly,
… that when there is a fibre optic or cable cut, or a power cut (something that is all too frequent in our environment) our area, through electricity plants, contingency channels and other means, enables the network to continue operating and that clients practically do not notice the incidents,
… that when a client enters to see their statement (through the channel they wish to use) they are not surprised to see that their accounts have been looted and have to explain to the Bank that they are not to blame for security systems having been violated by a third party.
… that when we say we have the best technological platform, the best ‘front’, the best ‘work flow’ for digitalising documents, the best ‘blah, blah, blah’ there is no doubt, and all the Group’s clients and employees agree.
Because this (and much more) is what our clients and users expect and value from the BBVA Provincial Media Relations unit (the unit I am fortunate to direct and lead, together with an excellent team of professionals; which is, without a doubt, the best in Venezuelan banking), we are fully committed to achieving optimum levels of service and to contributing to the success of all areas of the Bank.
We’re also obsessed with turning our commercial network of branches into client management centres. And we’re getting there, thanks to an ambitious internal transformation project we began three years ago.
In this sense, we are extremely satisfied because our regular surveys show that the people of Venezuela already identify us as a modern entity and one of the most technologically advanced.
But we’re not satisfied, and we know we have a long way to go; for example, to put an end to the queues and congestion that make it difficult to provide the level of quality we want for our Bank, or for the clients who increasingly use alternative channels (mobile banking, online banking, ATMs,…).
Although for me it’s beyond doubt that we work in one of the most vibrant, dynamic and innovative areas of our internal bank structure, we shouldn’t (and can’t) forget that many things are expected of us. Most of them are ‘earthly’ and have to do with the ‘day to day’ I mentioned before and that are sometimes difficult to achieve (because suppliers aren’t up to scratch or because we are involved in projects for the ‘future’, much more attractive and full of ‘glamour’ that the tedious present) and, nevertheless, it’s true that we can’t neglect daily operations for a minute.
And, as I said in the title, although we have our head in the clouds, our feet have to remain ‘on the ground’. In other words: It is fundamental that today’s foundations be solid and firm, so that tomorrow (in reality, today) our projects have enough consistency and the credibility of all our internal users and clients.
Indeed, as the future is already here, I take this opportunity to tell you how nice it is to write these comments on a tablet (I won’t say the brand) while hanging ‘in the cloud’…, as long as it doesn’t rain, of course.
A big hug, Daniel Planas